[Lil Munchkin]

Vodafone have moved most of their call centres abroad now, in the last week I've been through to South Africa and Mumbai, it's all 'scripted' conversations, they speak with a exaggerated American twang, which I've been told is from learning English through, language course tapes. From the States

Ask them anything not on the 'script' like when will the matter be sorted? They repeatedly tell you they understand your problem and then make you tell them repeatedly what the problem is? Followed by "Yes Ma'am I understand your problem."

It's not understood at all, and they can't ever sort it either. Bloody joke

[enapace]

Don't Vodafone still have that call centre in Stoke on Trent ? Or has that gone as well now.

[Lil Munchkin]

Quote:

Originally Posted by enapace

Don't Vodafone still have that call centre in Stoke on Trent ? Or has that gone as well now.

I think they have the odd one dotted around, but they deal with 'other' things now so I was told in the Vodafone store.

Nobody in the stores is trained in billing either, so they have to ring call centres to sort the problem out too. Annoying thing is I can't speak to anyone who can help it seems. To add insult to injury they keep ringing to ask if I want their broadband. I said "fix my problem and I might consider it" Didn't work

[Synthetic42]

Quote:

Originally Posted by jchamier

I spoke to someone in Tyneside today. Was quick and painless.

They're usually pretty good, after the obligitory "You're a geordie too???" things tend to get sorted quite quick

Yes plymouth I've spoken to a few guys in your place too, maybe even yourself I used to work round the corner from NT1/2 up here, in fact I've been in NT2 for an interview back when it was Orange

Didn't know there was one in Sunderland, is that the old T-Mob site?

[duffman25]

02 have a UK one still and they are the best around at the moment.

[steveOooo]

Talkmobile have - but I last called a year ago

V good customer service and operator imo

[preecey]

It doesn't matter where the call centre is. As long as they provide good service I'm happy.

In my opinion the tables have turned with regards to who has the best customer service.

O2 used to be great but now they're average to poor.

Vodafone has always been terrible and always will be.

Three used to be terrible but I've found them to be excellent recently.

EE offers the best customer service IMO. They used to be awful but they've improved massively. I was so impressed by the service given around three weeks ago I actually asked to be put through to a manager to give words of appraisal.

[jchamier]

Quote:

Originally Posted by preecey

EE offers the best customer service IMO. They used to be awful but they've improved massively.

This.

[Gigabit]

Quote:

Originally Posted by Lil Munchkin

Nobody in the stores is trained in billing either, so they have to ring call centres to sort the problem out too. Annoying thing is I can't speak to anyone who can help it seems. To add insult to injury they keep ringing to ask if I want their broadband. I said "fix my problem and I might consider it" Didn't work

That is incorrect. They are trained, they just cannot do anything because they aren't given access to anything but looking at PDFs of the bills.

[Gigabit]

Quote:

Originally Posted by preecey

Vodafone has always been terrible and always will be.

They are trying to improve it, that's all I can tell you.

[daclick]

Quote:

Originally Posted by Gigabit

They are trying to improve it, that's all I can tell you.

Hmmmmmm

[Gigabit]

Quote:

Originally Posted by daclick

Hmmmmmm

I can tell you that Vodafone internally is well aware of the issues and is working to resolve them. That's all I can give you.

Take it or leave it.

[carguy143]

BT mobile have a call centre in Liverpool. I've called twice and both times got through to Liverpool.

[d123]

Quote:

Originally Posted by Gigabit

I can tell you that Vodafone internally is well aware of the issues and is working to resolve them. That's all I can give you.

Take it or leave it.

If it's Vodafone, the choices should be leave it or run away as fast as you can from it .

I wouldn't want to be touching them with someone else's barge pole...

[duffman25]

Vodafone is worst of the worst of the worst never ever again will I join them, there call center staff should all be sacked. I have never ever come across such a horrible rude usless bunch of people in my life

[Gigabit]

As I say, I agree that it is a big issue but the only way to make the process better for other customers is to send feedback. Enough people do it, Vodafone will listen.

[finbaar]

I think there are a couple of things that could be done to improve the situation.
Firstly we, as users need to stop finding reasons to phone call centres. Take control.
Secondly, the networks need to empower the customers (which links to the above) and allow us to do more online. Recently I had to move my 3 payg number to a 12 month sim only contract. This couldn't be done in store when I signed up and I had to phone the call centre (in India) to do it. However why not just let me do it online?
And thirdly networks need to stop ****ing up and give us a reason to phone them. This is the most important.

As for Vodafone senior management being aware that the customer service is crap and being committed to improving it. Well they should go **** themselves with a blunt stick. Don't be committed. Just fix it. Tomorrow. How hard can it be?

[Pedro_C]

Vodafone CS's biggest issue is that most of the staff do not have the systems to do what they need/want to, which results in constantly moving the caller between departments. This then leads to disengagement. Quite often I have come across Vodafone staff that genuinely want to help but simply are unable. This is incredibly frustrating for them and of course the customer

[Synthetic42]

Do you guys think CS should be one department, so they can deal with all issues, technical, billing etc?

I still think things like Sales and Retentions should be separate though

[Gigabit]

Essentially every department has access to the same system. Certain parts of it are blanked out for certain departments, such as the ability to cancel a line.

There are some specialist systems such as billing - these are only accessible by the billing team.

[ihatemarmite]

I think BT Mobile's CS is in the UK (was reported in the media as such) but getting a no for them is opaque.
O.H just left EE for them. Couldn't get through to EE on numerous occasions and finally had to pay for EE premium CS just to get PAC code and query an account - so has ended up paying a month of both, as BT start charging you the moment they send out your SIM, not from when you activate it.

I'm with Tesco who are in the UK. Their online live chat isn't bad imho.

[scooby1970]

One of the reasons I've stayed with Three is because of their impressive customer service team. They are extremely helpful and polite. On occasions where I've had issues, they've been quick to help and sort out the issues. On occasions where I've needed advice, they've always come up trumps and been more than helpful.

Sometimes there can be a language barrier, but it causes very little distress to any of us (that's me with a strong Welsh accent and Three Customer Service with their accents). I know Three aren't perfect, but I'd rather speak to them being helpful than the shoddy customer service from UK call centres I've received elsewhere.

Mark

[bearuk]

The problem I find with these questions is - PEOPLE GO OFF TOPIC!

The question asked was 'Which operators have UK call centres?'

So telling us how great Three is, then mentioning there can sometimes be a language barrier, is completely ignoring the question. Three is not UK based, so they are not what was the OP was looking for.

(and going off topic) I was on Orange until 2 years ago when I couldn't get a signal inside the house. A foreign call centre that couldn't help, so I asked to cancel. That transfers back to the UK (where they tried up upsell me from my SIM only plan to a 24 month contract with a new phone), so as another said they don't trust the Indians to keep your business.

I chose Tesco Mobile and they've been UK based and very pleasant. Also, when I called them to increase my minutes they doubled everything for free, which surprised me as I was expecting and willing to pay for it!

I found this thread because unfortunately where I am now the 4G data is poorer than I would like on O2 (Tesco). But with all the other providers using foreign call centres I am figure I'm going to have to stay with Tesco.

[Broken Hope]

The few times I've had to call EE have had a UK call centre.

[moox]

When I've talked to BT they have UK call centres. I understand their policy is to bring the call centres back to the UK, and no doubt that extends to EE too